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Technical Support Engineer

Russell Investments

Education
Responsibilities
Benefits
Qualifications
Skills

Business Unit:

Global Information Technology

Reporting To:

Director, IT Infrastructure, India

Shift:

US/Seattle (Mar-Nov 8:30 pm - 5:30 am IST / Nov-Mar 9:30 pm - 6:30 am IST) (India)

About Russell Investments, Mumbai: 

Russell Investments is a leading outsourced financial partner and global investment solutions firm providing a wide range of investment capabilities to institutional investors, financial intermediaries, and individual investors around the world. Building on an 87-year legacy of continuous innovation to deliver exceptional value to clients, Russell Investments works every day to improve the financial security of its clients. The firm is the world’s sixth-largest investment adviser, with $1 trillion in assets under advisement (as of June 30, 2022) and $288.3 billion in assets under management (as of March 31, 2023) for clients in 30 countries. Headquartered in Seattle, Washington in the United States, Russell Investments has offices around the world, including London, New York, Toronto, Sydney, Tokyo, Shanghai – and has opened a new office in Mumbai, India in June 2023.

Joining the new Mumbai office is an incredible opportunity to work closely with global stakeholders to support the technology and infrastructure that drives the investment and trading processes of a globally recognized asset management firm. Be one of the first to join this new team based out of Goregaon (East) in Mumbai and be a part of creating the foundation and culture for the firm’s growing operations in India. The Mumbai office operates 5-days a week from Monday to Friday with varying shifts to accommodate time zones around the world.

For more information, please visit https://www.russellinvestments.com.

Job Description:

The Technical Support Engineer is responsible for client facing infrastructure support. Key responsibilities include deskside OS support, workstation provisioning and troubleshooting, Smarthands assistance, and general office support.

The Technical Support Engineer works closely with the global Workplace Technology team to ensure quality service delivery and user satisfaction while maintaining best practices and standards.

The responsibilities of the individual in this position include but is not limited to:

  • Collaborate and coordinate with global team members and Service Desk to ensure efficient operation of the company's Workplace Technology environment.
  • Provide hands on support of deskside related issues
  • Set up new hardware and software and train new users, as needed
  • Provide Tier 2 troubleshooting for all standard and enterprise approved applications
  • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, related hardware, and software
  • Ensure all end user equipment (e.g. desktops, network ports, printers, TV screens, AV equipment, etc.) are in proper working order
  • Participate in other IT projects and/or tasks as needed

The successful candidate will have extensive demonstrable skills and experiences including the following:

  • 5+ years of Desktop Support experience with a strong background in a Windows environment
  • Strong interpersonal skills and ability to establish and build relationships with end users and business leaders, showing a high degree of cooperation, effectiveness in working with others and helping when needed. Strong customer focus and ability to manage user expectations through excellent communication.
  • Ability to prioritize and execute tasks in a high-pressure, fast-paced environment
  • Strong organizational skills including the ability to set shifting priorities and meet deadlines/adaptability/flexibility
  • Experience working with cross-functional IT groups to promote open communication and teamwork
  • Experience with MS Office/O365
  • Experience with imaging tools and software
  • Completion or working towards ITIL v3 foundation certification
  • Desired Certifications: A+, MCDST, Dell Online Search Dispatch (DOSD)
  • Experience with Windows, OS X, iOS, and Android
  • Strong background in troubleshooting and superior analytical skills supporting users in a Windows environment on multiple client computing platforms, e.g. physical and virtual workstations, Citrix and mobile devices
  • Excellent customer service and ability to effectively communicate with all levels of associates, ranging from technical support groups to senior and executive management
  • Ability to be a team player and consistently promote the value of the services provided by the support team
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Confirmed 2 hours ago. Posted 30+ days ago.

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